Frequently Asked Questions:

Frequent
question on how to prepare for the before our arrival, what our terms
of service are, or are there any additional fees. Your question will
never go unanswered. Here is some information to help with preparing for
the services that are available to you. If there is a question we have
not answered, please do not hesitate to call (512) 619-5237.

* Maid service

Is Maidtopia Cleaning Services Bonded and Insured?

Maidtopia
Cleaning Services is bonded and insured for your protection. We care
for your home, however, if damage or a breakage should occur during the
cleaning services, we will notify you immediately. if the item can be
repaired, replaced or reimbursed we will take appropriate steps. Any
insurance claims will be filed when appropriate.

Will Maidtopia Cleaning Services bring supplies and equipment?

Maidtopia
Cleaning services will bring our own supplies and equipment. We do
not offer bleach as a cleaning supply, however, if a customer does
provide the product we have no issue using it within the home. All
supplies used are general household products.

If
you like for us to use your preferred supplies, so you will have
complete control of the products used in your home. We recommend that
you have the following basic supplies:

Please
be advised that these are recommendations only. If you feel you would
like to use different products or non-branded products, please do so. In
addition, you do not have to purchase any product if you feel is not
necessary. However, this is a very basic cleaning supply list and if you
don’t have a particular product, it might affect the quality of your
cleaning visit. Please leave cleaning supplies on the kitchen counter.

What should I do before the maid arrives?

In
order to provide you with a high quality service, we ask you to take a
few minutes the night before to pick up personal clothing, toys and
other household items.

Will Maidtopia Cleaning Services work with my pet in the home?

Maidtopia
Cleaning Services is pet friendly and we have no problem cleaning with
pets in the house; however, for safety reasons we ask for your pets in a
safe place. Please remember that we are coming in the home with
cleaning supplies and most pets are curious.

What happens if I am not home or I need to reschedule?

Maidtopia
Cleaning Services will always work in making all necessary
adjustments to your schedule. Also, If your scheduled cleaning
falls on the observance of a major holiday, we will contact you to
reschedule your service. If you need to reschedule just give us a call
no less than 2 business days before your cleaning day. Rescheduling
within 2 business days of your cleaning will incur in a $30 rescheduling
fee.

We will send out a courtesy email the
day before your service as a reminder of upcoming services. The email is
not intended as a reminder to avoid the fees, as it is sent out the day
before. In order to avoid the reschedule fee, please contact our office
2 business days prior to your service date.

What happens of Maidtopia Cleaning Services is unable to enter my home?

If
we are unable to enter your home, you will incur a lockout fee of $30.
Maidtopia Cleaning Services will attempt to contact you via the numbers
we have on file, email, or any other method available and will wait on
the property for approximately 15 mins before it is considered a
lockout.

How can the cleaner enter my home?

Entry to the home can vary from a customer being home, door unlocked, a key under the mat, key hidden in a specific location, or a code to to the door or garage.

The safest method we recommend is to provide door code or garage code to allow access to our Staff member for the day. Many alarm systems have the capability to add specific codes for access to your home. They monitor who comes and goes and the codes can be changed at any time.

We also recommend a lock box. For more information, please visit: http://www.maidtopia.com/apps/webstore/products/show/7810434

As of June 1, 2017, our office will not longer be accepting new customers keys be housed at our office. Each key we house is assigned a key slot and assigned a number that associated with the customer account. We are out of available slots in our lock box as of May 2018.

What are the arrival times for service and what days of the week are available for scheduling?

What happens if I am not happy with the service?

Maidtopia Cleaning Services offers a 100%
Customer Satisfaction Guarantee to all its clients. If you are not satisfied
with our service, call us within the first 24 hours and we will return to clean
your home until you are 100% satisfied. Failure to notify our office via phone
or e-mail within the first 24 hour period will void the guarantee. We will not
issue refunds for the services rendered.

How do I pay for services?

Maidtopia
Cleaning Services accepts Visa, MasterCard, American Express and
Discover cards. Payment is due the day of the cleaning once all work is
completed. We do not accept checks as a form of payment.

What if I need to cancel my service?

Simply
call or email our office with the cancellation request. Please be
advised that if you have a recurring service, you are required to have a
minimum of three cleanings to cancel with no fee or if you cancel
before the third cleaning is performed you will be subject the a
cancellation fee. If you sign up for a one time service and cancel after
booking you will be subject to a cancellation fee. The cancellation fee
is
$50.

**Special conditions apply and are considered on a case by case
situation. Please refer to your Terms of Service email.

What if my home has high ceilings, how high will you be able to reach?

Some
homes have at least one chandelier or vaulted ceiling fan that we
cannot reach by hand. We do not offer chandelier cleaning at extreme
heights. Our staff is only required to clean maximum 8 feet or a
reachable area from a two-step ladder.

What happens when my cleaner is out for the day or there is a change in scheduling?

On
that rare occasion, a cleaner may request to be off for scheduled
appointment or at times for a last minute call-in due to illness a
different cleaner will be assigned to the home. As a company, we always
have a back-up/substitute cleaner to accommodate for the day/route. We
will always to try to send the same cleaner to your home, this allows
for a consistent cleaning with one staff member. On that rare occasion
when a cleaner is out for the day, we will notify you of the change to
the route. If a customer does request a schedule change, please be
advised there is a high probability that a different cleaner will be
assigned to the home for that day.

* Move In/Out Services or Make Readies

How do I prepare for a Make Ready service?

There
is nothing more stressful then moving and Maidtopia Cleaning Services
understands the time constraints that coming with moving.

Our only
requirement is to have the home completely vacant to the service to be
considered a Make Ready and for the utilities to be on.

All items left
behind will be considered trash and placed in trash receptacle.

If
your utilities are off you will be charged a $25 inconvenience fee.

In
addition, you might be subject to be re-scheduled for a different day.
Re-scheduling fees will apply. – Please let us know and we will work
with you in regards to unexpected situations.

Furniture
& Belongings: If you are still moving in/out during the cleaning
you might be subject to a $25 inconvenience fee. In addition, we will be
unable to extend our 100% customer satisfaction guaranteed.

Anything
left behind will be considered trash and remove from the property
(Excluding large furniture).

* Gift Certificates

How do I purchase a Gift Certificate?

Simply give us a call at 512.619.5237 or send us an email. We will be happy to process your request.

When will my gift certificate expire?

Once the gift certificate is processed, the expiration date will be on the certificate. Please check your certificate for date.

What do I do when my gift certificate expires?

Please contact our office and we will try to see if the certificate can be used at face value or if it is expired.

* Voucher Redemption's

How do i redeem a Groupon or Living Social Voucher?

Once you have made your purchase, please call our office to schedule you service. All voucher scheduling is subject to availability.

What fees are associated with my voucher redemption?

Please keep in mind that the voucher is subject to Sales Tax and must be paid at time service is complete. To avoid any other fee, please review sections listed below:1. What happens of Maidtopia Cleaning Services is unable to enter my home?2. What happens if I am not home or I need to reschedule? 3. What if I need to cancel my service?

Coverage area for vouchers

Before you purchase your Voucher, please be advised that you may be subject to a mileage fee. The voucher only applies to homes within a 20 mile radius from zip code 78758. If your home is located outside this area but with the company coverage area, we can still service your home. Please review our Mileage Fees.

What is my voucher valid for?

We have two vouchers that are available for redemption. The 3-Hr Personalized Maid Service and we also have our Welcome Home Package. The voucher's cannot be combined with other promotions, sales or any other service. The voucher service cannot be used for a home that is vacant. If your home is vacant, you will need to schedule a Make Ready Service.

How many vouchers can I use?

Please keep in mind that all vouchers are one per customer and one per household. Any additional voucher purchased may be gifted to a friend or family member.

Can an expired voucher still be redeemed?

Does Groupon have any Fine Print conditions?

Yes, we do accept expired vouchers but only for the value paid to the merchant. Please check with your merchant for more information on expired vouchers.

Yes, Groupon has a universal Fine Print Section that is applicable to all vouchers they sell. In addition, for our specific promotions the following apply.

Promotional value expires 90 days after purchase.

Amount paid never expires.

Merchant's standard
cancellation policy applies (any fees not to exceed the price paid for
the voucher).